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CUSTOMER PERCEPTION ON KA COMMUTER LINE SERVICE QUALITY (STUDY CASE ON CONNECTING PASSENGERS OF KA COMMUTER LINE BEKASI TIMUR – MANGGARAI CONNECTING TO TANAH ABANG)
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Abstract. Commuter Line is a type of transportation that is large, fast and efficient.
It can carry many passengers, has its own lane so it does not cause congestion. In
addition, it uses environmentally friendly (non-fossil fuels) However, Commuter
Line needs to increase its service quality. This research was conducted to know
customer perception about the Service Quality of KA Commuter Indonesia. The
research used variables of Service Quality (SERVQUAL) namely Tangible,
Reliability, Responsiveness, Assurance, and Empathy. This research used 100
samples, taken from passengers of the Commuter Line who took connecting train
from Manggarai station to Tanah Abang station. The result of Customer Perception
can be concluded with an analysis of respondent's perception research assessment
variable on Service Quality of KA Commuter. The results of this research contribute
to the service quality of KA Commuter services for passengers so that they can be
used as input or consideration in improving the quality of services provided by KA
Commuter.
Keywords: Commuter line, service quality, customer’s perception, SERVQUAL
Dine Tiara Puri - Personal Name
Farid Marzuqi - Personal Name
Irwan Chairuddin - Personal Name
Sonya Sidjabat - Personal Name
Farid Marzuqi - Personal Name
Irwan Chairuddin - Personal Name
Sonya Sidjabat - Personal Name
NONE
electronic file
ITL Trisakti
2020
Jakarta
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